CA2537741A1 - Dynamic video generation in interactive voice response systems - Google Patents

Dynamic video generation in interactive voice response systems Download PDF

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Publication number
CA2537741A1
CA2537741A1 CA002537741A CA2537741A CA2537741A1 CA 2537741 A1 CA2537741 A1 CA 2537741A1 CA 002537741 A CA002537741 A CA 002537741A CA 2537741 A CA2537741 A CA 2537741A CA 2537741 A1 CA2537741 A1 CA 2537741A1
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CA
Canada
Prior art keywords
generating
video content
abridged version
text string
voice response
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002537741A
Other languages
French (fr)
Other versions
CA2537741C (en
Inventor
George William Erhart
Valentine C. Matula
David Joseph Skiba
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Inc
Original Assignee
Avaya Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of CA2537741A1 publication Critical patent/CA2537741A1/en
Application granted granted Critical
Publication of CA2537741C publication Critical patent/CA2537741C/en
Expired - Fee Related legal-status Critical Current
Anticipated expiration legal-status Critical

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/50—Telephonic communication in combination with video communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Telephone Function (AREA)

Abstract

A method and apparatus are disclosed that enable an interactive voice response (IVR) system to generate video content in addition to audio content (e.g., synthesized speech, etc.), The video content is based on the state of the IVR system, the video display capacity of the calling telecommunications terminal, and information supplied by the user via a telecommunications terminal. The illustrative embodiment generates video content based on the text from which the audio content is generated. In particular, the video content comprises an abridged version of this text that is suitable for display at the telecommunications terminal. In the illustrative embodiment, the abridged version of the text is generated via syntactic and semantic processing. In addition, an abridged version of user-supplied information is generated and incorporated into the video content.

Claims (20)

1. A method comprising generating video content during a call that involves an interactive voice response system and a telecommunications terminal, wherein said video content is based on (i) the state of said interactive voice response system, and (ii) the video display capacity of said telecommunications terminal.
2. The method of claim 1 wherein said video content is also based on a text string from which said interactive voice response system generates audio content.
3. The method of claim 2 wherein generating said video content comprises generating an abridged version of said text string.
4. The method of claim 3 wherein generating said abridged version of said text string comprises syntactic processing.
5. The method of claim 4 wherein said text string is part of a Voice Extensible Markup Language document, and wherein said syntactic processing is based on a grammar that is specified by a uniform resource identifier in said Voice Extensible Markup Language document.
6. The method of claim 3 wherein generating said abridged version of said text string comprises semantic processing.
7. The method of claim 1 wherein said video content is also based on the time spent in said state of said interactive voice response system.
8. The method of claim 1 wherein said video content is also based on information input to said interactive voice response system during said call.
9. A method comprising generating video content during a call that involves a telecommunications terminal, wherein said video content is based on (i) information that is input via said telecommunications terminal during said call, and (ii) the video display capacity of said telecommunications terminal.
10. The method of claim 9 wherein generating said video content comprises generating an abridged version of said information.

- 11 of 14 -
11. The method of claim 10 wherein generating said abridged version of said information comprises syntactic processing.
12. The method of claim 10 wherein generating said abridged version of said information comprises semantic processing.
13. The method of claim 9 wherein said call involves an interactive voice response system, and wherein said video content is also based on the state of said interactive voice response system.
14. The method of claim 13 wherein generating said video content comprises generating an abridged version of a text string from which said interactive voice response system generates audio content.
15. A method comprising:

receiving at a data-processing system a datum that is input via a telecommunications terminal during a call;

generating a new state for said data-processing system based on the prior state of said data-processing system and on said datum;

generating audio content based on a text string that is associated with said new state;

generating an abridged version of said text string based on the video display capacity of said telecommunications terminal; and generating video content based on said abridged version of said text string and on said datum.
16. The method of claim 15 further comprising generating an abridged version of said datum; and wherein the generating of said video content is based on said abridged version of said datum.
17. The method of claim 16 wherein the generating of said abridged version of said datum comprises syntactic processing.
18. The method of claim 15 wherein the generating of said abridged version of said text string comprises syntactic processing.

- 12 of 14 -
19. The method of claim 18 wherein said text string is part of a Voice Extensible Markup Language document, and wherein said syntactic processing is based on a grammar that is specified by a uniform resource identifier in said Voice Extensible Markup Language document.
20. The method of claim 15 wherein the generating of said abridged version of said text string comprises semantic processing.

- 13 of 14 -
CA2537741A 2005-03-10 2006-02-24 Dynamic video generation in interactive voice response systems Expired - Fee Related CA2537741C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/076,597 2005-03-10
US11/076,597 US7778397B2 (en) 2005-03-10 2005-03-10 Dynamic video generation in interactive voice response systems

Publications (2)

Publication Number Publication Date
CA2537741A1 true CA2537741A1 (en) 2006-09-10
CA2537741C CA2537741C (en) 2011-12-13

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
CA2537741A Expired - Fee Related CA2537741C (en) 2005-03-10 2006-02-24 Dynamic video generation in interactive voice response systems

Country Status (4)

Country Link
US (1) US7778397B2 (en)
EP (1) EP1701527B1 (en)
JP (1) JP4514723B2 (en)
CA (1) CA2537741C (en)

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Also Published As

Publication number Publication date
JP4514723B2 (en) 2010-07-28
US7778397B2 (en) 2010-08-17
JP2006254463A (en) 2006-09-21
CA2537741C (en) 2011-12-13
EP1701527A1 (en) 2006-09-13
US20060203977A1 (en) 2006-09-14
EP1701527B1 (en) 2018-10-03

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Effective date: 20130225